virgin connection charges for engaged tone

bexyboo1312

fozmcfc wrote: »

I agree with others, you were connected whether you speak to someone or not, as soon as it say all our sales people are busy or anything similar and/or plays music you are connected.

What do consumers really want, we have 2 basic choices.

1/ Connected listening to a tune, paying for call, but at least moving closer to speak to someone, however long it takes.

or

2/ If no operators are free we get an engaged tone and no charge, but end up risking having to call numerous times before we strike lucky and get a free person.

Of course we could all say, well they should employ enough people to answer phones all the time, but that is not practical, there are always going to be times when unexpected amount of calls happen.

No operators were free, I got the engaged tone so hung up and redialled numerous times, like most people would if they got an engaged tone!I am being charged for hearing the engaged tone.....if there would have been an option to stay on and hold for 1 1/2hrs, it actually would have proven cheaper than hanging up an engaged tone and redialling!!

the_insider

Virgin don't know that you were getting an engaged tone, just that the call connected to something and that you then hung up. They weren't sending the tone.
It is a means of communication, the company are communicating to you that there is no-one free to answer your call. If you're unhappy about the bill, and the cost of the calls is not clearly stated on their website, make a complaint to seetickets. Virgin aren't to blame here.

wealdroam

bexyboo1312 wrote: »

i didn't have a funky little tune (as in music from the company)..The tune I heard was the " do do doo"--number you have dialled is busy...and that was twice all other times it was engaged tone!

But you mentioned funky little tune first.

Re-read your original post.

Ok, now you're saying you didn't hear it... most confusing.

geordieracer

How funky was the tune?

bexyboo1312

Just an update, spoke to Ofcom this morning who confirmed that Virgin cannot charge for an engaged tone, they can only charge if there is an answer - be it voicemail, music or someone talking etc. Now to try and resolve with Virgin or take to CISAS.
Thanks

fluffnutter

geordieracer wrote: »

How funky was the tune?

Maybe it was James Brown saying 'the number you have called is busy'. Or is he dead these days?

Darksun

bexyboo1312 wrote: »

Just an update, spoke to Ofcom this morning who confirmed that Virgin cannot charge for an engaged tone, they can only charge if there is an answer - be it voicemail, music or someone talking etc. Now to try and resolve with Virgin or take to CISAS.
Thanks

The thing is, as others have pointed out, you probably weren't getting an engaged tone in the strict sense of the word - the company you were ringing were just playing a recording down the line that sounded like an engaged tone, but your call was still being connected to them. Virgin have no way of knowing your call was being answered in this way, they don't listen into all of your calls.

Most phones recognise when they're getting through to an actual engaged number, it will say "number busy" or similar on the screen - did your phone show this, or did it appear to be connected despite the tone?

Perhaps there should be regulation on what companies are allowed to play when your call is connected but not answered, have you enquired to OFCOM about that?